global customer support services guide

Global Customer Support Services Guide

SEPTEMBER 2021

Commvault Global Customer Support Services Guide September 2021

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Table of Contents

1 Overview .............................................................................................................................................. 2

2 Support Offerings ............................................................................................................................ 4

2.1 Commvault Customer Support Programs ................................................................................................................ 4

2.2 Support Programs .................................................................................................................................................................. 4

2.2.1 Standard Support ................................................................................................................................................................... 5

2.2.2 Premium Support .................................................................................................................................................................... 5

2.2.3 Proactive Support ................................................................................................................................................................... 6

2.2.4 Technical Account Manager Offering ......................................................................................................................... 6

2.2.5 Enterprise Support Program (ESP) .............................................................................................................................. 7

2.2.6 Service Levels Response and Resolution Target Matrix................................................................................ 10

2.2.7 Severity Level Definitions ................................................................................................................................................ 10

3 Contacting Customer Support .................................................................................................... 11

3.1 Web Support – Self Service ............................................................................................................................................. 11

3.2 Web Support Submission ..................................................................................................................................................12

3.3 Commvault Chat.................................................................................................................................................................... 13

3.4 Telephone Support .............................................................................................................................................................. 14

3.4.1 Submitting an Incident...................................................................................................................................................... 15

3.5 Feature Releases and Maintenance Releases ..................................................................................................... 16

3.6 Alerts and Notifications ...................................................................................................................................................... 17

3.7 Customer Support Quality Assurance ....................................................................................................................... 17

4 Product Updates .............................................................................................................................. 19

5 Support Entitlement and Maintenance Renewals ...........................................................20

5.1 Support Entitlement ...........................................................................................................................................................20

5.1.1 Maintenance Renewals ....................................................................................................................................................20

5.1.2 Product Obsolescence.......................................................................................................................................................20

6 Product License Registration .................................................................................................... 21

6.1 Product Registration ............................................................................................................................................................21

6.2 Global Support and Services Resources - Worldwide Regional Locations ..........................................21

6.3 Regional Technical Service Professionals and Resource Locations ....................................................... 22

7 Resource Directory ........................................................................................................................ 23

7.1 Department and Contact Information .................................................................................................................... 23


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1 Overview

Welcome to Commvault Customer Support Services!

Commvault’s Customer Support Services options help you make the most of your investment in the

Commvault software suite. Commvault offers different Support options based on your business

requirements to enhance the value of your support investment and meet the needs of your business.

You also receive access to a variety of other services that are valuable throughout the life of your

products.

Commvault reserves all rights to update and amend this Support Guide from time to time.

Product Updates

• Feature Release and Maintenance Release availability

• New update notifications through the Support Notification Service1

Online Services

• Access to the Commvault Support Portal (‘Maintenance Advantage’) with features specially

designed for our Support customers

• Online Knowledge Base

• Online Community for real time discussion with Commvault experts and Commvault end-users

• Online documentation and FAQs for each product

• Notification of changes in open support service requests

• Support that is available 24/72, whenever a problem may occur

• Unlimited number of calls to Commvault Customer Support

• Regular updates on the status of open incidents

• Access to highly trained Commvault support engineers

• Remote debugging and re-configuration tools for rapid fault resolution

• Proactive site monitoring through the Commvault Metrics service

1 New release version upgrades may be made available by Commvault

2 For customers with Premium-based Maintenance Contracts


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Other Features

• Telephone access to skilled engineers

• Chat support

• Online Incident creation and management

• Commvault Support Log Upload Management

• Product Compatibility and Interoperability Matrices

• Cloud Metrics Reporting

Terms

For information on Commvault’s End User License and Limited Warranty Agreement, see this link.

https://www.commvault.com/legal-notices/end-user-license-agreement


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2 Support Offerings

2.1 Commvault Customer Support Programs

Commvault provides multiple support options for our customers; each is designed to meet the needs

and requirements of a wide range of customers. These plans maximize your productivity, letting you

focus on your core business.

2.2 Support Programs

As a Commvault customer, you rely on us to deliver the best software and support so that you can

manage your data with the utmost results. To that end, we listen to your needs and anticipate your

future requirements. We take this knowledge and design the best support programs to meet your needs

at any level, to maximize your productivity and lower your costs.


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2.2.1 Standard Support

The Standard Support offering provides broad business hours coverage with direct access to the

Commvault Technical Assistance Center. This package includes:

• Access to the Commvault Technical Assistance Center on business days (Monday –– Friday,

depending on region), excluding statutory holidays, between the hours of 7 AM to 7 PM (local

time3) for the location where the software is installed

• 24x7 self-help support portal access

• Notification of critical software update fixes

• Online Support Tools such as Incident Management, Knowledge Database, Commvault Books

Online and the Commvault Technical Community

2.2.2 Premium Support

The Premium Support offering provides live access customer support over a comprehensive 24x7

coverage period. Premium Support includes:

• Around-the-clock access to the Commvault Technical Assistance Center (including holidays)

• 24x7 self-help support portal access

• Notification of critical software updates product enhancements and new releases (when

available)4

• Online support Tools such as Incident Management, Knowledge Database, Commvault Books

Online and the Commvault Technical Community

3 Support in Japanese is provided from 9:30am to 6pm Japanese Standard Time

4 New release version upgrades may be made available by Commvault

https://ma.commvault.com/



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2.2.3 Proactive Support

Proactive Support is an enhanced Commvault support offering that includes all the benefits of Premium

Support and additional value-added services associated with mission critical data management

operations. These services include:

• Accelerated Service Level Agreement Targets (Additional details in section 2.2.6)

• 15-minute Service Level Response Target for Severity 0 incidents

• Support Account Management Service (SAM)), this service team:

o Monitors open issues to ensure there is continued activity towards prompt resolution

o Communicates directly with customer management to update and prioritize on high

severity issues

o Directs issue escalation to ensure continued ownership

• Monthly Technical Reviews with Support Account Management

• Escalated Critical Ticket Management – work with development directly on critical issues which

are affecting business operations

2.2.4 Technical Account Manager Offering

The Technical Account Manager (TAM) is an enhanced support offering that allows the customer to

have a localized resource (onsite and remote) who aligns a strategic business plan with a customer’s

business objectives and the technology to accomplish those objectives.

These Services include (but are not limited to):

• Fulfill the role of “voice of the customer” in Commvault meetings, and the technical “voice of

Commvault” in customer meetings (ongoing)

• Identify risks in the environment as it relates to data management operations

• Help executing the technical business plan in accordance with customer policies and procedures

• Fractional TAM Options (20% or 50%): Onsite/Remote presence with the customer (to be

scheduled with the TAM, max number of days as per fraction purchased, dependent on agreed

requirements)

• Dedicated TAM Option: Full time technical consultant to ensure the operational stability and

value realization of your Commvault environment

• Work in tandem with the SAM on any support needs

Note: The TAM (TAM-20) is typically assigned five customers and can dedicate up to 20% of service

time (throughout the service contract) to each customer. This service time is reviewed with assigned

customers on a regular basis to determine the frequency and type of coverage (onsite or remote)

needed to ensure the customer receives the maximum value out of the TAM Program. Please note that

the 20% service time is a guideline and doesn’t imply that the customer is guaranteed 20% service

time, nor can customers accumulate service time from month to month. If the customer desires

guaranteed focus for a specified time from a TAM, beyond what is included with the base offering, they

can purchase options for a fully or partially dedicated (i.e. 100% or 50%) TAM.


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2.2.5 Enterprise Support Program (ESP)

Commvault’s Enterprise Support Program is Commvault’s most comprehensive support offering

and is designed to provide strategic World Class Technical Management for all aspects of our customers’

Enterprise Data Management Solution. We partner fully with our customers to enable success, and to

provide business stakeholders with the highest level of customer satisfaction, all while safeguarding

technology investments and intellectual property.

Severity Level Agreement Targets

Resources work towards the achievement of SLAs as per the targets outlined below in section 2.2.6

• Accelerated Service Level Agreement Targets (Additional details in section 2.2.6)

• Severity 0 (Zero) designed to support Enterprise Data Centers

Support Account / Technical Account Manager (SAM /TAM) Roles

The Enterprise Support Program is a joint collaboration with the Support Account Manager (SAM) and

Technical Account Manager (TAM).

The following are the roles and responsibilities for each under the ESP to ensure continued success:

Support Account Manager (SAM) Role

The SAM works to ensure SLA success, provide reporting, and manage escalation and critical care

instances.

• Single point of contact owning the overall support experience

• Communicate proactive monitoring metrics to customer, including if thresholds met or

exceeded and the potential impact on the business

• Overall management of support status – includes all tickets and metrics associated with

ticket history

• Deliver Quarterly Business Reviews – metrics/business reviews

• Working with the customer to understand the business requirements and stated Service

Level Agreements (SLAs) (Reviewed for both Commvault and customer’s internal SLAs to

ensure they are achievable metrics for success)

• Generation and Review of support ticket history and analysis during the Quarterly Business

Reviews

• Business Reviews – Executive and/or Technical. Work with TAM on strategic agenda


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• Work closely with the TAM for any onsite technical requirements/assistance

• Work closely with the TAM to identify training opportunities for customer personnel

Technical Account Manager (TAM) Role

The ESP includes assignment of a TAM (20% percent coverage) to partner with our customers to

understand the customer’s business objectives. The TAM provides proactive and reactive guidance

to mitigate risk and reduce time to resolution by aligning key technologies and resources to those

objectives.

• Fulfill the role of “voice of the customer” in Commvault meetings, and the technical “voice

of Commvault” in customer meetings (ongoing)

• Identify risks in the environment as it relates to data management operations

• Help executing the technical business plan in accordance with customer policies and

procedures

• Fractional TAM Options (20% or 50%): Onsite/Remote presence with the customer (to be

scheduled with the TAM, max number of days as per fraction purchased, dependent on

agreed requirements)

• Dedicated TAM Option: Full time technical consultant to ensure the operational stability and

value realization of your Commvault environment

• Work in tandem with the SAM on any support needs

The ESP TAM is a TAM-20, typically assigned five customers and may dedicate up to 20% of service

time (throughout the service contract) to each customer. This service time is reviewed with assigned

customers on a regular basis to determine the frequency and type of coverage (onsite or remote)

needed to ensure the customer receives the maximum value out of the Enterprise Support Program.

Please note that the 20% service time is a guideline and doesn’t imply that the customer is

guaranteed 20% service time, nor can customers accumulate service time from month to month. If

the customer desires guaranteed focus for a specified time from a TAM, beyond what is included

with Enterprise Support, they can purchase options for a fully or partially dedicated (100% or 50%)

TAM as described in the TAM Offering.


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Enterprise Support Service Credits

• Service credit for Commvault Services E.g. Professional Services, RSE, Training, Personalization,

etc.

• Credits can be used by a customer during the period of the Enterprise Support contract. ESP

Credits must be used in the same country as the location of the designated, main (named)

location / home region.

• Availability of credits allows for prompt co-ordination to meet additional customer requirements,

reducing procurement overheads

• Service credits are reset upon renewal, expire upon expiry or termination of the contract, and

not transferable between contract periods

Reporting

Working with the Enterprise Support Program’s Customer’s fiscal or operation calendar, the SAM will

present data on quarterly activity:

• Commvault Cloud Metrics Reporting configured to provide customer with an overview of the

CommCells(s) within your environment

• Weekly conference call with customer principals to discuss issue status and path to resolution

• Compiles and reports to customer management with the Monthly Executive Summary

o Demonstrates SLA response and resolution success

o Provides data trending

▪ Job counts*

▪ CommCell Health*

▪ License Usage and Forecasting*

• Reports on quarterly success for SLA response and resolution, and overall CommCell® trends*

• Provides a Quarterly Executive Summary (summary can be conducted onsite or remote, to meet

the needs of the customers distributed global teams)

*Ability to enable ‘CommCell Diagnostics and Usage’ on your CommServe(s) required / Requires

CommServe connectivity to port 443 for access and connectivity to the cloud.commvault.com hosted

infrastructure.


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2.2.6 Service Levels Response and Resolution Target Matrix

2.2.7 Severity Level Definitions

Severity Level Definitions and Examples:


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3 Contacting Customer Support Prior to contacting support, it is highly recommended that customers search for possible solutions via

our Commvault Community (community.commvault.com) or Knowledge Base repository

(kb.commvault.com). If the problem persists, collecting log files will help expedite the resolution of your

issue. If these steps are not taken in advance, this can cause longer resolution times.

Please be aware that Commvault Technical Support Management reserves the right to close a support

request if repeated attempts to contact the customer contact over the course of three (3) business days

have failed to yield a response without reason. If necessary, these Support Incidents can be referenced

if a new call for the original incident is required.

Commvault offers three different methods of support:

1. Web Support – Self Service (Community, Knowledge Base, Chat, Solution Engine, and more)

2. Web Support Submission

3. Telephone Support

3.1 Web Support – Self Service

Commvault’s Web Support is provided via our Support Portal to customers who have a current and active

maintenance contract. If you meet this requirement and you do not have a login and password please

send an email to [email protected] and provide your CommCell ID along with your contact

information and you will be notified via email of your login and password within 24 - 48 hours.

The Commvault support portal contains a set of powerful tools to enable Commvault software customers

to optimize and maintain their deployments, including:

• Knowledge Base

• Solution Engine

• Commvault’s Community Forums

• Feature Release and Maintenance Release Downloads, when and if available

• Technical FAQs

• Configuration and deployment guidelines

• Supported hardware and software compatibility matrixes

• Troubleshooting Guides, and other valuable resources

• Commvault Support Chat

https://community.commvault.com/

https://kb.commvault.com/


mailto:[email protected]


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3.2 Web Support Submission

Commvault Customers can submit an incident via the internet by logging into the support portal and

clicking on the Incident Management link. From this location customers can view, update, and close

incidents. Note that if your Support is through another vendor, the option to open incidents will not

appear for you.

Web-Submitted incidents are responded to using the following guidelines:

Severity 0 (CATASTROPHIC)* incidents cannot be opened via the support portal; please call

directly

Severity 1 (CRITICAL) – 1 Hour Response

Severity 2 (HIGH) – 2 Hour Response

Severity 3 (MEDIUM) – 3 Hour Response

Severity 4 (LOW) – Next Business Day

*Only available to Proactive or Enterprise Support customers

Once the online form is submitted, a ticket will automatically be generated as well as email notification

that will include the Ticket number and a link to upload logs via the HTTP Log up-loader. For the

majority of support cases, logs will be required to troubleshoot and analyze the problem reported.

Uploading logs in a timely manner will help expedite the troubleshooting process. After the initial

response has been met, severity can be changed directly on the support portal, though not before.

Ensure your severity is accurate for your issue upon creation.


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3.3 Commvault Chat

Customers may leverage Chat and access quick information about their support accounts, an incident,

and more. Chat is found on the Common Portal of Maintenance Advantage. Chat is utilized for the

following:

• Documentation or Product Supportability questions

• Hardware Compatibility questions

• Questions on Reporting

• Questions regarding Commvault licensing

• Problems with Maintenance Advantage Sub Account Creation

• Contact information for your Commvault Sales Representative

• Incident Escalation

• Incident Follow up

• Incident Re-Assignment

• Questions about Log and Database uploads

If your subject is of a break fix or technical nature please create an incident or, for Critical Incidents,

please contact Customer Support using your local or applicable Technical Support hotline number.

https://ma.commvault.com/Case/New

https://ma.commvault.com/Support/TelephoneSupport


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3.4 Telephone Support

Commvault has five Main Global Customer Support locations; Tinton Falls, New Jersey; Reading, UK;

Sydney, Australia; Bangalore, India; and Beijing, China. The Commvault Technical Assistance Centers

are staffed by highly skilled professionals who are available 24 hours a day / 7 days a week (based on

your warranty and contract support hours).

NORTH AMERICA

Toll Free #

Direct Toll #

(877) 780-3077

(732) 571-2160

LATIN AMERICA

Brazil

Colombia

Mexico

0-800-892-2288

01-800-710-2063

01-800-681-1581

EUROPE, MIDDLE EAST & AFRICA (EMEA)

Belgium

Denmark

France

Germany

Ireland

Israel

Italy

Netherlands

Norway

Portugal

Russia

Saudi Arabia

South Africa

Spain

Sweden

Switzerland

United Arab Emirates

United Kingdom

Other EMEA Countries

0800-79392

8088-9260

0800-918893

0800-1012330

1-800-608178

1-809-494177

0800-782147

0800-0227402

800-11-985

800-8-14516

8-800-100-9423

800-8-110540

080-09-81256

0900-991600

0200-896316

0800-836023

8000-35770005

0800-9171424

+44 118 315 0870

ASIA-PACIFIC & JAPAN (APJ)

Australia

India

Indonesia

Japan

Korea

Malaysia

New Zealand

Singapore

Thailand

1300 368 528

1800-419-2951

040-6654-0300

001-803-015-205-0066

0120-938-003

00-308-13-1763

1-800-813-686

0800 002 032

800-101-2206

001-800-13-204-2904

CHINA

China

Hong Kong

Taiwan

400-818-5908

800-906-128

00801-14-7127


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3.4.1 Submitting an Incident

When contacting support, customers should be prepared to provide the following information. Failure

to provide this information can result in delays in the processing of your incident.

• Name and Contact Information

• CommCell or Product ID

• Company Name

• Detailed Description of the problem

• Agent type, Version and Update Level

• Any other pertinent information such as failure reason, time of failure, and last known working

time

Severity levels are mutually agreed upon between customer and support representative. (See: Severity

Level Definitions in section 2.2.7). For Severity 1- Critical issues, customer must provide valid business

case reason for a Severity 1- Critical call classification.

3.4.2 Language Support

Commvault provides its primary support activities in English with support assistance available for both

localized support within our Support Centers and translation support for phone and remote support

activities. Elements of Commvault’s Web Support infrastructure include localized language views for

non-English speaking customers. If you prefer translation into another language, designate your

preferred language on the support portal profile. Brazil and Central American call in lines are answered

by native speakers as well, who will translate your call to our Frontline team.

Chinese speaking customers are serviced locally by our Beijing Support Center with native language

support


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3.4.3 Solution Engine

All incidents submitted to Commvault Support are ingested into our solution engine which will return

results based on classification and text content. Our solution engine seeks to return results that have a

90% or greater chance of solving your problem. The results will come in several forms such as

recommended Maintenance Release, knowledge base article, documentation etc.

Results for the Solution Engine are returned in two different methods depending on how the incident

is logged with support.

Web-submitted: Solution Engine results are presented after the incident details have been filled out

and submitted via our online incident form. Each result will include “Did this solve your issue? Yes or

No” response links which can be clicked there or upon returning to the open incidents page.

Hotline/Phone submission: Solution Engine results are sent via email after the incident details have

been collected by our Frontline Engineer with a subject of “Possible Solution detected for incident”. At

the conclusion of creating your incident our Frontline Engineer will inform you that a possible solution(s)

has been detected and to please follow the steps provided within our email. Included in that message

is solution content and “Did this solve your issue? Yes or No” response links which can be clicked there

or upon returning to your open incidents page.

Note: If a solution is detected that incident will be placed into a status of “Waiting for result feedback”

for a period of 24 hours or until a Yes/No response has been submitted. If at any point within that time

the No option is selected, that incident will be immediately routed to an engineer for service under the

SLA guidelines determined by severity. If Yes has been selected, that incident will be closed, and the

corresponding solution noted as its resolution. After 3 days of no response to the daily reminders, the

incident will be archived.

3.5 Feature Releases and Maintenance Releases

Customers can download Feature Releases and Maintenance Releases via Maintenance Advantage. A

Feature Release (formerly "service pack") is a collection of new features, enhancements to existing

features, and enhancements for product stabilization. A Maintenance Release contains a cumulative set

of hotfixes that were released after the previous feature release version. Commvault notes that these

updates are offered on a “if-and-when available” basis only and do not follow any specific release

schedule.


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3.6 Alerts and Notifications

For customers to receive alerts, they must edit their Maintenance Advantage user profile. There are

two methods to receive alerts, one manual via ad hoc alerts sent by Technical Support or automated

alerts via setting in your user profile.

Manual Alert Notifications: You can subscribe yourself to these alerts by selecting Yes on the

Receive Update Alert Messages portion of the profile. Once you choose to receive alerts please make

sure the Alert Distribution email field contains the email to which you wish to send these reports. We

recommend creating an alias distribution address so that more than one person can be notified such

as a primary and a backup.

Automated Alert Notifications: The automated alert notification feature will automatically send

notifications on what you selected. You can select to receive Critical Alerts, Feature Release Alerts

and/or KB Alerts. You will then need to select the frequency either weekly or monthly and the day of

the week you wish to receive those alerts. These alerts will send notification on updates posted since

the last notification.

3.7 Customer Support Quality Assurance

Commvault is committed to providing best in class technical support, and we drive our customer

satisfaction through a variety of metrics to guide us to achieve that goal. Industry standard

measurements of time to respond, first contact resolution and time to solve are cornerstones of our

support model.

Outside of internal objectives, we proactively solicit feedback from our user base for each incident

logged with Commvault support in the form of a survey. This survey includes a brief questionnaire along

with a comments section to add remarks about our service quality. Each survey response is reviewed

by support management and, in the event of an unsatisfactory survey response, we initiate an

investigation into the source of the customer’s dissatisfaction with the support experience. Support

management will initiate a call with the customer to cover satisfaction issues that were brought to light

in the survey. The outcome of that conversation is reviewed against existing support processes and

adjustments are made, as needed.

Commvault is committed to improving our products, and we are always open to customer suggestions

and requests of ways we can best accomplish this. By providing reports regarding the customer’s use

of the software, including results, comments, or suggestions to Commvault (collectively, the

“Feedback”), the customer agrees that Commvault may use and disclose the Feedback in any manner

Commvault chooses, provided that Commvault ensures the confidentiality of the customer’s identity at

all times. Commvault shall own all intellectual property rights related to the Feedback and its use. For

those customers that request to opt out of this product improvement process, Commvault notes this in

each such customer’s Support Account.


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3.8 Incident Escalation:

While Commvault support makes every effort to meet our customer’s expectations, occasionally a

situation may arise where an incident may need to be expedited, or criticality may have changed. In

cases where you feel additional attention or further escalation is required, any of the following processes

may be followed:

• Escalate Online: From our Support Portal’s Active Incidents list, open the incident and select the

Update Activity with ‘Request Management Review of this Incident’.

• Escalate via Email Link: Click on the Support Management Escalation link in your incident’s email

footer.

• Escalate via Phone: Contact the Customer Support Hotline providing your incident-id number

and ask to have the incident escalated. Please provide the reason for escalation so that the

incident can be handled accordingly by our engineers.

• You may also request to speak with a Supervisor or Manager. In most cases a Supervisor or

Manager will return your call within one hour. You will have the opportunity to explain the

situation currently being faced and we will assist in getting the situation rectified.

Please refer to section 3.4 Telephone Support or online for a list of Toll-Free numbers to contact your

local or applicable Support Center.


https://ma.commvault.com/Support/TelephoneSupport


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4 Product Updates

Keeping Your Products Current

A current Commvault Maintenance Agreement entitles you to the latest versions of your licensed

Commvault products, Feature Release, and Maintenance Release.

Download Software Packages Commvault makes all of its software packages available online. To access Commvault’s Software Suite,

log into the support portal and click the ‘Downloads & Packages’ tab. Different release versions are

accessed by selecting the appropriate Software Version.

Download Software Updates Commvault constantly enhances its products for resiliency and performance. Regular updates to your

deployed Commvault environment ensure optimized operating efficiency for your CommCell(s) and

minimizes the possibility of encountering an issue that has already been addressed in the latest Feature

or Maintenance Release.

To check for available software updates (Feature Releases and Maintenance Release), log into the

support portal and click on the Downloads icon.

Commvault recommends installing the most recent Long-Term Support (LTS) release.

Product & Alert Notice The Product & Alert Notice emails to you the latest product information, update and upgrade

notifications, as well as critical alerts that may require immediate attention. This information helps you

get the most out of your Commvault investment by keeping you up to date. For more information, visit

the URL noted below and update your User Profile for alerting: ma.commvault.com/Profile/Editor

https://ma.commvault.com/Profile/Editor


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5 Support Entitlement and Maintenance Renewals

5.1 Support Entitlement

In order to receive maintenance and support services, including updates and upgrades, Customers must

maintain the same level of active maintenance and support on all software licenses within their software

configuration. Customers who do not have a maintenance agreement with Commvault will have limited

access to technical resources. Commvault will respond on a Time & Material basis with “commercially

reasonable effort”, only upon receipt of email acceptance of payment by (Credit Card or Purchase

Order) based on the current billable rates.

Effective Billable Rates (as of February 2021):

Americas/APAC: $2,500 USD per incident

EMEA: £2,000/€2.000/$2,500 per incident

5.1.1 Maintenance Renewals

Maintenance Agreements are renewed on an annual basis. Any changes to a Maintenance agreement

must be made in writing. Contract change requests can be submitted via e-mail for the following

locations:

Americas: [email protected]

EMEA: [email protected]

APJ: [email protected]

China: [email protected]

5.1.2 Product Obsolescence

Commvault is committed to providing all customers with one (1) year advanced notification of the

obsolescence date of any Commvault product. At the time a product is declared obsolete, Commvault

will also notify all customers of any specific maintenance arrangements associated with any products

that have been declared obsolete. Customers can view the list of obsolete products via the

‘Obsolescence Policy’ on documentation.commvault.com.





https://documentation.commvault.com/


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6 Product License Registration

6.1 Product Registration

After a successful installation of Commvault software, the Customer has thirty (30) days to notify

Commvault and request a permanent License Key. If the Permanent License Key is not ordered within

the 30 day period following installation, the Commvault software will cease to function. This occurs

because the License Key used during the new Commvault Pilot deployment was temporary.

To request a permanent license key and complete the license activation process, update the information

of a previously registered CommCell license, receive an updated license key as part of a version and/or

hardware upgrade, swap or move licensed components from one CommCell to another or request

assistance / resolution to a licensing issue, please visit the Product Registration & License Management

request form. A member of Commvault’s product registration team in your region will respond to your

request within three business days.

6.2 Global Support and Services Resources - Worldwide Regional Locations

Commvault has various support and development offices throughout the world. The chart below showcases

what is featured in each of our major locations.

https://ma.commvault.com/Support/ProductRegistration


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6.3 Regional Technical Service Professionals and Resource Locations

United States

Western Region (AZ, CA, CO, ID, MT, NM, NV, OR, UT, WA, WY, Mexico)

Central Region (AR, IA, IL, IN, KS, LA, MI, MN, MO, ND, NE, OK, SD, TX, WI)

Eastern Region (AL, CT, DE, FL, GA, KY, MA, MD, ME, MS, NC, NH, NJ, NY, OH, PA, RI, SC, TN, VA, VT, WV)

Canada

National Capital Region (Ottawa/Hull, Federal Government)

Western Region (British Colombia, Alberta)

Central Region (Ontario, Manitoba, Saskatchewan)

Eastern Region (Quebec, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland)

APAC

(Bangladesh, Bhutan, Brunei, Cambodia, China, India, Indonesia, Japan, Laos, Malaysia, Mongolia,

Myanmar, South Korea, Vietnam, Philippines, Republic of Korea, Taiwan, Singapore, Thailand,

Australia, New Zealand, Papua New Guinea)

EMEA

FRANCE, SPAIN, ITALY, & PORTUGAL

SOUTHERN EUROPE, MIDDLE EAST, & AFRICA

UNITED KINGDOM & IRELAND

GERMANY, SWITZERLAND & AUSTRIA

BELGIUM, NETHERLANDS, LUXEMBOURG (BENELUX)

SWEDEN, NORWAY, DENMARK & FINLAND

SOUTH AFRICA

MIDDLE EAST


23

7 Resource Directory 7.1 Department and Contact Information

Commvault Corporate Office Tinton Falls, New Jersey 1-732-870-4000

Commvault Technical Support NORTH AMERICA:

Toll-Free # (877) 780-3077

Direct Toll# (732) 571-2160

LATIN AMERICA:

Brazil 0-800-892-2288

Columbia 01-800-719-2063

Mexico 01-800-681-1581

EMEA:

Belgium 0800-79392

Denmark 8088-9260

France 0800-918893

Germany 0800-1012330

Ireland 1-800-608178

Israel 1-809-494177

Italy 0800-782147

Netherlands 0800-0227402

Norway 800-11-985

Portugal 800-8-14516

Russian Federation 8-800-100-9423

Saudi Arabia 800-8-110540

South Africa 080-09-81256

Spain 0900-991600

Sweden 0200-896316

Switzerland 0800-836023

United Arab Emirates 8000-35770005

United Kingdom 0800-9171424

Other EMEA Countries +44 118 315 0870

ASIA-PACIFIC & JAPAN:

Australia 1300 368 528

India 1800-419-2951

040-6654-0300

Indonesia 001-803-015-205-0066

Japan 0120-938-003

Korea, Republic of 00-308-13-1763

Malaysia 1-800-813-686

New Zealand 0800 002 032

Singapore 800-101-2206

Thailand 001-800-13-204-2904

CHINA:

China 400-818-5908

Hong Kong 800-906-128

Taiwan 00801-14-7127

Product License Registration North America/APAC: [email protected]


Support Portal

(Maintenance Advantage) https://ma.commvault.com/





24

Service Contracts Americas: [email protected]


APJ: [email protected]


Training United States & Latin America: [email protected]

Canada: [email protected]


Asia-Pacific: [email protected]


India: [email protected]

Professional Services United States: [email protected]

Canada: [email protected]


Australia & New Zealand: [email protected]

Asia-Pacific & China: [email protected]

Japan: [email protected]

India: [email protected]

Account Management Information Contact Your Sales Representative

Invoice and Product Questions Contact Your Sales Representative


















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